Job Title:
L2 Technical Support
Job Description
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
Role and Key Responsibilities:
• Act as the primary technical escalation point from L1 or field resources.
• Manage complex troubleshooting and coordinate with L3 or vendor teams as needed.
• Provide structured communication and ownership through to case closure.
• Use defined tools, knowledge bases, and system access to support customers and technicians effectively.
• Handle inbound and outbound interactions via phone, email, and case/ticket updates
• Ensure consistent daily ticket progression with explicit, updated notes and actions.
• Provide professional and concise communication of resolutions to both customers and field technicians.
• Maintain strong ownership of cases until resolved, escalating only when necessary.
• Stay informed of product updates, system changes, and policy revisions.
• Meet or exceed training, certification, and QA standards (including learning modules, coaching feedback, and simulation exercises).
• Partner with the Incident Coordinators to triage and assign incoming cases appropriately.
• Collaborate with cross-functional teams including Field Services, Problem Management, and Engineering when required.
Key skills & knowledge:
• Strong analytical and troubleshooting capability across hardware and software environments.
• Excellent written and verbal communication skills in English.
• High attention to detail and structured problem-solving approach.
• Demonstrated ability to multitask and manage multiple open tickets simultaneously.
• Customer-focused mindset with accountability for end-to-end resolution.
• SLA Compliance (Response and Resolution)
• QA Scores
• Customer/Technician Satisfaction
• C
📌 Technical Support (Chennai)
🏢 CNX
📍 Chennai